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IT Support Analyst, up to 28k – in Bromley, Kent.

Excelcare are a privately owned care provider based in the heart of Bromley, Kent. We have an exciting opportunity for an IT Support Analyst to join our IT Department and support over 3,000 users and work collaboratively as part of a wider team.

You would be joining us at a pivotal time, while we embark upon our digital transformation program. The goal is for our Operations, Care, Quality & Central Service systems to work seamlessly together to support all users and allow us to operate a highly effective business.

What you can expect:

• Up to 28k depending on experience
• Monday - Friday, 9am-5.30pm at our Head Office in Bromley.
• A full driving license is required for this role

Main Responsibilities:

• Log incoming support requests from end users via telephone in a courteous manner
• Monitor and handle the ticket queue for incoming requests
• Prioritise and schedule problems. Escalate problems (when required) to the IT Support Manager
• Record, track, and document the support request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
• Build rapport and elicit problem details from customers whilst applying diagnostic utilities to aid in troubleshooting
• Access knowledge bases, and FAQ’s on the Extranet / Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organisation
• Setting up new user profile accounts and disabling them when they leave
• Hardware installation (e.g. additional memory, or monitors, mice, keyboards, printers and consumables within head office)
• Support to resolution our suite of applications: Windows 10/11, MS365, Intune, Soti – Mobicontrol, MDM or similar (Android and IOS mobile devices - 900+)

Skills and experience:

• 1 year+ in an IT Support role (Essential)
• Have an active interest and keep skills up to date on Windows 10/11, O365 etc
• Strong customer facing skillset and approachable personality to build rapport with our user base and other team members
• Coordinate professional and timely responses to IT issues and requests acting as 1st tier support by using initiative to provide business solutions, ensuring effective communication of status and progress to all employees in line with agreed SLA's
• Active Directory User management
• Microsoft Windows 10,11
• Handheld Device Support – iPhone and Android, VOIP telephony Support

What we offer in return for your hard work:

• 28 Days holiday including bank holidays
• Refer a Friend Scheme rewarding £500 for every person you refer*
• DBS certificate (criminal records check) paid for by Excelcare*
• Comprehensive induction programme
• Funded qualifications via the apprenticeship programme (for self-development)
• Employee of the month - £100 for outstanding contribution
• Regular company events.

If you are interested to find out more, please apply today